Question on Service Bridge/Exchange issue being experienced

MichelleC058418
Tera Contributor

yesterday

I am currently working through a Service Bridge/Exchange v2.2.6 integration with a customer.  We have an issue whereby where we "Provider" Close an Incident on our side, and we want the Consumer side to be updated to "Resolved" but the State remains as Work in Progress.  We have been advised that the Consumer side requires CSM for this to work but I can't see how that would be the case.  Wondering whether anyone has any insights that they could share on how this could be resolved.  Thank you

0 Helpfuls
  • 60 Views
3 REPLIES 3

Phillip Godwin
ServiceNow Employee

4 hours ago

No, the consumer does not require CSM for you to sync an incident and related fields.  The state field would need to be included in the Remote Task Definition as an outbound field on the provider with "sync when" set to "insert or update".

0 Helpfuls

JackieErickson
Tera Contributor

3 hours ago

What Phil said, plus you'd likely need a transform to map from your closed state value to the customers resolved state value. If you're mapping resolved to resolved and the state values match, then just the outbound field mapping in the remote task definition should be enough.

G Vladimirova
Tera Contributor

2 hours ago

All of the above and also I had issues with State Transitions and Business rules  which blocks the updates . On the Remote task itself check for message saying  something like  "update blocked due to Business rules ". If the state is added in the Remote task definition, you have active transform ( if needed ) , then likely something specific for the Consumer instance is blocking the update.